Training & Development

Do Organizations Need Training

The answer is “YES”

However, we must know the purpose and functions of training before we can use it.

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The Gap Concept

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Performance/Results

Time

Expected Curve

Actual Curve

Gap

In training terms this means we need to develop programs to fill the Gap

1,000 Cars

800 Cars

200 Cars

Training NeedsThe reasons for not making the 1,000 cars:

Not enough resources Poor machines Poor staff skills

As training experts we must analyze the situation to determine if:

Expected result too high Target achievable Is training the only way to make it happen

Are there other factors.

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Exercise 1 Imagine you are the managing director of a full service restaurant. One day you receive a complaint letter from a guest reporting s/he was not satisfied with the follow up regarding their criticism of being overcharged in one of your restaurants.

◦ Why was the complaint made?◦ Is there a training need?

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3 Reasons to Consider Conducting an Internal Needs Analysis

1. Employee obsolescence/out-dated – ◦ Technical advancements, cultural changes, new systems,

computerization

2. Career plateaus◦ Need for education and training programs

3. Employee Turnover◦ Development plan for new employees

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Importance of Training Maintains qualified products / services Achieves high service standards Provides information for new comers Refreshes memory of old employees Achieves learning about new things; technology, products / service delivery

Reduces mistakes - minimizing costs Opportunity for staff to feedback / suggest improvements Improves communication & relationships - better teamwork

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Benefits of Training Most training is targeted to ensure trainees “learn” something they apply to their job.

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What is Training?

Training is a systematic process through which an organization’s human resources gain knowledge and develop skills by instruction and practical activities that result in improved corporate performance.

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Differences between Training, Education & Development

Training is short term, task oriented and targeted on achieving a change of attitude, skills and knowledge in a specific area. It is usually job related.

Education is a lifetime investment. It tends to be initiated by a person in the area of his/her interest

Development is a long term investment in human resources.

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The ASK Concept If we follow the GAP concept, training is simply

a means to use activities to fill the gaps of performance between the actual results and the expected results.

This GAP can be separated into 3 main themes1. Attitude2. Skills3. Knowledge

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Exercise 2Rank ASK by difficulty to develop in people

Attitude

Skills

Knowledge

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•Easy

•Moderately difficult

•Most difficult

Five Principles of Learning

Participation: involve trainees, learn by doing

Repetition: repeat ideas & concepts to help people learn

Relevance: learn better when material is meaningful and related

Transference: to real world using simulations

Feedback: ask for it and adjust training methods to audience.

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A Systematic Approachto Training

Key Concepts in Preparing a Training Plan

Before you train and develop people identify what:◦ They must know - before they can perform job◦ They should know - to improve performance◦ Would be nice for them to know – but not necessary to perform duties.

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Model of the Training Process*

Assessment Stage Training Stage Evaluation StageOrganizational Needs Assessment

Task Need Assessment

Development of Training Objectives

Design & Select Procedures

Measure Training Results

Development of Criteria for Training

Evaluation

Train Compare Results to Criteria

Feedback 15

*Goldstein, I. (2002) Training in Organizations 4th Ed.

Nine Steps in the Training Process

1. Assessing training needs2. Preparing training plan3. Specifying training objectives4. Designing the training program(s)5. Selecting the instructional methods6. Completing the training plan7. Implementing the training program8. Evaluating the training9. Planning future training

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1) Assessing Training Needs

Conduct a training needs analysis by either one, or both, of the following

External approach (company, guests, society)

Internal approach – using a staff opinion survey.

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Exercise 3 Imagine you are the manager of a factory with 500 workers making ice cream for export to Europe.

What information and evidence do you need before you can say the employees need training?

Try to list 5 ideas.

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Response to exercise 3 Accidents report Sick leave report Employee compensation statistics

Product quality control report Wastage report Efficiency report Machinery out-of-order report

Staff discipline report Staff enquiries & complaints Guests complaints Refusal of orders made Quality of product report Market needs & trends Demographic data & background of employees

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2) Preparing Training Plan

Consider whether to design a long (5-10 years), medium (3-5 years) or short (1 year) term plan.

Ask your self “What are we going to achieve in the time period?”

Use a holistic approach by using a calendar for inputting your training activities.

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Training Calendar Example

1 2 3 4 5 6 7...AttitudeTrain the trainerJob competencySales techniquesTelephone manner…

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Training Area Month in the year

Individual Plans For individual personalized training, we must assess the trainees’ weakness and strengths first before setting up appropriate programs.

Training areas maybe tailor-made.◦ Trainee should receive an individual timetable for self progress.

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3) Specifying Training ObjectivesTraining Objectives must be specific & measurable. Why? Very difficult to measure effectiveness after course is finished.◦ What should trainees be able to accomplish after

participating in the training program?◦ What is the desired level of such accomplishment, according

to industry or organizational standards?◦ Do you want to develop attitudes, skills, knowledge or some

combination of these three?

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4) Designing the Training Program(s)

1. Program duration2. Program structure3. Instruction methods4. Trainers qualification5. Nature of trainees6. Support resources –

materials, OHP, classroom

7. Training location & environment

8. Criteria & methods for assessing participant learning and achievement

9. Criteria & methods for evaluating the program

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5) Selecting Instructional Methods Note: This is the most important step

On-the job-training (OJT) ◦ learn while you’re working

Off -the job-training ◦ In house, training or classroom◦ External, consultancies or attending external classes◦ Independent bodies, such as government talks◦ Distance learning, from books or notes◦ Computer-assisted learning◦ Interactive-video training◦ Video conferencing, same as classroom except teachers and students

are in different locations.

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Exercise 4 Imagine you are the training manger of a hotel that will open next year. Your GM asks you to develop a training program that aims to boost the team spirit of the newly formed Executive Committee Members.

Your GM suggests you organize a two-day course in a resort location from 9 to 5 for both days.

Your task is to suggest 3 training methods that suit the training theme described above.

Hint: this is attitude, not skills nor knowledge training

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Response to exercise 4Remember your training theme was to change the individuals attitudes

Employ exercises that trainees can:

Participate in React to Provide feedback in Receive inspiration to move on

Suitable training methods you might have listed:

Role-play Games Simulation exercises Discussion/debate formats Experiential exercises Self evaluation (e.g. video tape trainees performance & let them evaluate their own behaviors).

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6) Completing the Training Plan

Target group – assess your audience Topic – task, skill or attitude ingredient Method – direct (one way communication) or indirect (discussion, games, experimental exercises…). Important as evaluation of trainees usually lies on the perception on what they did in the training session

Time – length, period, breaks important to consider Location – away from the office?

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7) Implementing the Training Program

Besides trainers qualifications and experience: Participant selection Group comfort - physical & psychological Trainer enthusiasm & skills Effective communication Feedback mechanism The need to learn new training skills Preparation by trainers

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8) Evaluating the Training

Three Levels of Evaluation

1. Immediate Feedback Survey or interview directly after training

2. Post-Training Test Trainee applying learned tasks in workplace?

3. Post-Training Appraisals Conducted by immediate supervisors of trainees

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9) Planning Future Training

Last step in the training process

After taking all evaluated comments, trainers should modify the programs to keep good things and make suggested improvements

◦ Remember, even with the same topic for different trainees, trainers should address many parts of the training process again and consider new approaches.

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A Training Lesson Plan Topic Summary of Key Points Training Objectives Duration of Each Activity in Each Session Training Contents Training Methods / Activities Break(s) Exercise to Warm Up Questions to test Understanding Conclusion

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e.g. New Employee OrientationTime Topic Method Activity

9:00-9:30 AM Welcome Speech by GM

Speech Talk & hand shake

9:30-10:00 AM Intro to Company Background

Slide Presentation

Slide Show & Video Tape

3:00-4:00 PM Fire Safety Talk Security Manager

Fire Drill & Equipment

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Thank You

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